This is a remote position.
Grow your career with Australia's largest training resources provider
- Work from the comfort of your own home
- Be part of a dynamic & successful team
- Great career progression in a rapidly expanding company
- No weekend work
Role Overview
We are looking for an experienced and proactive Client Relationship Manager to manage and grow key client accounts, with a strong focus on retention and long-term relationship building. This role is essential in ensuring client satisfaction, maximizing account value, and identifying opportunities to expand the use of our products and services.
Responsibilities:
Reporting to the Customer Success Manager, your responsibilities will include:
- Build and maintain strong, long-term relationships with key clients to drive satisfaction, loyalty, and retention.
- Actively manage a portfolio of accounts, including regular outreach, business reviews, and ongoing needs analysis.
- Identify at-risk clients early and implement engagement strategies to re-establish value and reduce churn.
- Collaborate cross-functionally to address and resolve client issues, ensuring timely and effective outcomes.
- Identify opportunities to upsell or cross-sell additional services or features that meet client goals.
- Support onboarding and training of new clients, ensuring they have the tools and knowledge to succeed.
- Monitor and report on client health and activity using CRM tools, maintaining accurate and up-to-date records.
Requirements
An ideal candidate for this role will have:
- Strong background in client relationship management, account management, or customer success with a retention focus.
- Proven experience managing a portfolio of corporate or education-sector clients.
- Ability to quickly understand client needs and translate them into actionable solutions.
- Excellent interpersonal, communication, and negotiation skills.
- Results-oriented mindset with a proactive and positive approach to challenges.
- Experience in or familiarity with SMS, LMS, or vocational education/training environments is highly desirable.
- Proficient in Microsoft Office and CRM platforms (preferably Zoho CRM).
- Organised, responsive, and capable of managing multiple client accounts effectively.
Key Performance Indicators:Productivity:
- Client Onboarding – number of clients successfully onboarded and trained per month
- Monthly Revenue Achievement – tracks revenue achievements vs revenue goals
Quality:
- Client Satisfaction Score (CSAT) – clients satisfaction with the CRM's support and overall customer experience.
- Client Retention Rate – percentage of clients who stay with the company after a certain period, indicating long-term satisfaction and product fit.
SLA:
- Resolution Time – percentage of clients issues or concerns addressed within SLA.
- Monthly Follow-Up SLAs – percentage of check-ins or follow-ups with clients completed within agreed timeframe
What's in it for You
- Permanent work-from-home
- No weekend work
- Fast career growth & development with our internal promotion
- PHP 100,000 medical coverage for 2 dependents
- Dental and optical benefits
- Company-provided equipment
- Virtual games, events, and lunch outs
